Tuesday, October 2nd

Welcome Mrs. Elaine Banda OSHA Dept. of LaborTuesday, October 2nd Employability SkillsThursday, October 4thObjective: Be able to recognize the 7 employability skills from the Y.E.S. GridAgenda:??Poster??Create Flip ChartDiscussionSelf Evaluation

Employee of Week PresentationsEmployability Skills Quiz #1- Grade in ClassFriday, October 5th Objective: To assess the 7 employability skills from yesterday.

Dont be this guy Soft SkillsMonday, October 8thObjective: To recognize what soft skills are and their benefit to success!

Agenda:Posters turned inSoft Skills HandoutSuperior Customer Service VideoWhy people get fired Tuesday, October 9th, 2012Objective: To have a better understanding of why one gets fired and the disadvantages to that.Agenda:Employability Quiz #2DiscussionVideo - worksheet

Exploring Employability Skills on the Internet Thursday, October 11th Objective: Utilize technology to emphasize employability skills.Agenda: Employee of the Week presentationsComputer Exploration

Joy Hartlieb and Warren Petrasek Dept. of LaborFriday, October 12thFinish up on Top 10 Reasons Why People Get FiredMonday, October 15th, 2012Objective:Complete discussion of why people get fired.Agenda:Final Quiz 7 Employability SkillsEmployee of the Week PresentationsFinish Youre Fired Video

Telephone Etiquette Dealing with difficult customersTuesday, October 16th, 2012Objective:Practice Telephone Skills in a group settingAgenda:Telephone Etiquette PrequizNotes / discussionGroup ActivityHO Telephone Etiquette Lab

Prequiz What do you know?Stamp GradeGreetings

Finish Telephone EtiquetteWednesday, October 17thObjective: Discuss how to effectively communicate with angry customers on the telephone.Agenda:Angry Caller ScriptNotesLesson Plan for tomorrow

Keys to working with angry callersListening carefullyEmpathizingFinding a Solution

12What is the major Disadvantages of Dealing with Angry Customers on the TelephoneDifficult to sense body language

13It is Important to Deal with angry Callers in an EFFECTIVE manner in order to lessen their negative impact on our company and ourselvesHow could I effectively deal with this customer?

14Let me know what you think!What are the signs of an angry callerHigher pitched voiceTalking FasterLong PausesSighsShort AnswersLouder Volume

15What are the three Emotional stages of Anger?MildAgitatedDamaging

Customer explains the problemCustomer Attacks the person / organizationCustomer Threatens16What Stage am I?Allow caller to let off steamListen, empathize and find a solutionEasiest stage in which to prevent further anger

Mild17What Emotional Stage am I?Continually offer options: keep customer involved in the solution processInvolve a supervisor if necessaryAvoid putting caller on hold: this tends to intensify their anger

Damaging18What Emotional Stage of Anger am I?Take it professionally, not personallyDo not accept abusive language

Agitated19Tools to Handling Angry CallersListenEmpathize Restate ProblemGive caller optionsReconfirm SolutionThank for PatienceFollow up

20Character Counts Internet ExplorationThursday, October 18th Objective: Utilize technology to exploreCharacter and its impact on our successAgenda: Complete Assignment (incomplete work homework due Friday) turn into Mrs. KUpon completion color pillar characteristics

Introduction to Fred FactorFriday, October 19th 5 Stars of Successful ServiceMonday, October 22nd Objective: Explore 5 stars of successful serviceAgenda:Employee of the weekSuccessful Service Group activityIntroduce 5 Stars of Successful Service

How were you a Fred?5 Star Successful ServiceWednesday, October 24th Objective:Utilize role play to display 5 stars of successful service

Agenda:Employee of WeekQuiz #2Role Play Activity5 Stars of Successful ServiceMonday, October 29th Objective:Using Role Play, show an understanding of the 5 STARS of SUCCESSFUL SERVICEAgenda:GradesRole Play activityPresentationsQuiz #3 Next Class Period

Wrap up 5 Stars of Successful Service Tuesday, October 30thObjective:Show understanding of Successful Service through role play and group discussionAgenda:Finish SkitsWhat s.s. means to youQuiz #3